Refund and exchange policy – ElbadrySat

1) Scope of this policy

This policy applies to the digital products and services available on our website, including IPTV subscriptions and related packages.

• Digital products: an activation / subscription / account / code delivered electronically.
• Services: setup or technical support to run the service on the customer's device.

2) When is a refund possible?

A refund request may be accepted in the following cases (after technical review):

• Payment was made but activation or delivery did not happen within a reasonable time after the order was confirmed.
• A technical problem completely prevents the service from working and was not solved after support attempts.
• Wrong activation details that do not belong to the customer were sent, and this was confirmed.

3) When is a refund not available?

Because digital products are activated/used immediately, refunds cannot be accepted in the following cases:

• After the subscription has been activated and the details successfully delivered to the customer.
• If the problem is caused by the customer's internet, router, provider or device settings.
• If the subscription details are shared or used on unauthorised devices or sites.
• A refund request because of a “change of mind” after activation or use.

4) Exchange (instead of a refund)

In some cases an exchange may be a better solution than a refund:

• Changing the package type before activation only (paying any price difference).
• Replacing the activation details if an error on our side is confirmed.
• Changing the app/settings for the best performance on your device.

Supported apps: Click here

5) Processing time

6) How to request a refund or exchange

To send your request quickly, contact us on WhatsApp with the following details:

• Order number (if any)
• Package name (Silver/Gold/Diamond)
• Device type and app used
• A short description of the problem + a screenshot (if any)